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Client Service -- It Starts With Engaged Staff

Posted by Matt Kucharski on August 11, 2008 at August 11, 2008 2:44 PM

Fellow Counselors Academy member J.R. Hipple of Hipple and Associates put together a nice article in PRSA's Tactics Magazine on what agencies are doing these days to improve client service, and a lot of it centers around making sure that staff are enabled to deliver top-notch service. Taking a page from consumer brands like Southwest Airlines, it seems that agencies would do well to let those on the front lines make the decisions whenever possible. Padilla CEO Lynn Casey calls it the "ownership culture" and it works.

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